The digital transformation of business. Towards the datafication of the relationship with customers

Fernández-Rovira, Cristina; Valdés, Jesús Álvarez; Molleví, Gemma; Nicolás-Sans, Rubén

doi:10.1016/j.techfore.2020.120339

Cited by 107 publications

(67 citation statements)

References 47 publications

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“…According to Fernández-Rovira et al (2021), digitalization is seen as an effective tool for building customer loyalty by using data generated by the customers themselves to predict their behavior as consumers (Fernández-Rovira et al 2021).…”

Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

Digital Banking in Northern India: The Risks on Customer Satisfaction

Kaur

Sood

Grima

et al. 2021

Risks

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The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means that customers would have to make some changes to their routine. This can constitute risks in terms of maintaining customer satisfaction at previous levels. These risks are associated with customer retention because a service or product needs to be aligned with customer expectations to avoid them switching to other service providers. Moreover, it can also have an effect on reputation. Offering digital account opening or remote deposits may not satisfy customers; competitive advantage depends on many aspects such as providing a hassle-free, personalized and cyber-secure experience, economic aspects and the needs of the society at large. Therefore, there is a need to understand the intensity of the risk factors that influence customer satisfaction for digitalized banking services and products. To do this, we carried out a structured survey, framed on the five dimensions of the SERVQUAL model, which was sent out to Northern Indian banking customers, to which we received 222 valid responses. We subjected the data received to Structural Equation Modelling using the SmartPLS version 3 application software. Results reveal that digital banking customers in Northern India are genuinely satisfied with the quality of services provided by digital banking. Moreover, ‘reliability’ has the strongest risk factor impact on customer satisfaction, followed by ‘tangibility’ and ‘responsiveness’.

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Section: Theoretical Background and Hypothesesmentioning

confidence: 99%

Digital Banking in Northern India: The Risks on Customer Satisfaction

Kaur

Sood

Grima

et al. 2021

Risks

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“…The fundamental reason businesses exist is to make profits for their owners or shareholders, so any process or strategy applied inside the organisation aims to this underlying reason. Digital Transformation provides more profits to the shareholders of the organisation by increasing sales channels and making manufacturing processes more productive by reducing the operating cost or reducing the operations time (Fernández-Rovira et al, 2021).…”

Section: Benefits Of Implementing Digital Transformationmentioning

confidence: 99%

Understanding digital transformation in the manufacturing industry: a systematic literature review and future trends

Abdallah¹,

Shehab²,

Al-Ashaab³

2021

Product

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Digital transformation is one of the most evolving areas both in the research literature and in industrial applications. No doubt that this process will be crucial in the survival of any manufacturing organisation in the future, especially during the current COVID-19 crisis. This paper aims to present a review of the concept in the manufacturing industry through the literature currently available on the topic. The literature was classified, and the results of each study were analysed. From this review, six critical findings have been identified in this paper. First, this paper proposes a definition of Digital Transformation and its concept development in the manufacturing industry. Moreover, significant challenges that exist in the manufacturing industry in the implementation of the digital transformation process have been classified as well as the major enabling technologies that help to implement the Digital Transformation. Finally, the benefits of implementing Digital Transformation in the manufacturing industry and its impact on the manufacturing ecosystem have been highlighted. Following a comprehensive review of the literature, future research directions are formulated to identify abundant research opportunities.

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“…The proposed model of categorising the challenges of digital transformation is based on studying and analysing the last research papers in academia that relates to digital transformation challenges, specifically in the manufacturing industry [2][3][4][5] As Figure (1) shows, these four challenges have many subsequent problems. In addition to that, they are interconnected and affect each other.…”

Section: Digital Transformation Challengesmentioning

confidence: 99%

Digital Transformation Challenges in the Manufacturing Industry

Abdallah

Shehab

Al-Ashaab

2021

Advances in Transdisciplinary Engineering

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Digital Transformation becomes an essential strategy for organisations in this new digital arena, specifically after the COVID-19 pandemic and its unprecedented effects on the whole world and the manufacturing sector. In this new digital era, consumers became more expert and more engaging in the products using new technologies. At the same time, companies began to adopt digital transformation strategies in their manufacturing processes to become more agile and give the most value to their customers in fierce competition. This paper aims to identify and model the main challenges that face the digital transformation process in the manufacturing industry.. The main challenges were categorized to four main areas: skills, adoption of new technologies, change management practices, and innovation initiatives. By identifying these challenges, in a new and incremental way, manufacturing organisations will be able to adopt digital transformation processes efficiently and effectively in a proper manner.

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The digital transformation of business. Towards the datafication of the relationship with customers

Cited by 107 publications

References 47 publications

Digital Banking in Northern India: The Risks on Customer Satisfaction

Digital Banking in Northern India: The Risks on Customer Satisfaction

Understanding digital transformation in the manufacturing industry: a systematic literature review and future trends

Digital Transformation Challenges in the Manufacturing Industry

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